Frequently Asked Questions

How do I sign in to my account?

Here is an easy to follow guide, please click here

How do I create an account?

Here is an easy to follow guide to creating an account, please click here.

What forms of payment do you accept?

We accept Visa, MasterCard and PayPal.

Can I change or cancel my order?

Our ordering and fulfilment system is designed to process and ship orders as quickly as possible and therefore it is difficult for us to change or cancel an order once it has been placed. If you placed your order on a business day – Monday to Friday – please contact us immediately and we will attempt to change or cancel your order. However there is no guarantee we will be able to do so. Our opening hours are Monday to Friday from 8:00am to 6:00pm – telephone number 01603 493102 or email hello@vionicshoes.co.uk

How can I check my order status?

There are a few ways you can check the status of your order. Check the status of an individual order by using our Order Status Feature. All you will need is your Order number and the email you used when placing your order! You can find your order number on your Order Confirmation and Shipment Confirmation emails. You may also Sign In to your account and view the status of your order. Please keep in mind that orders placed before the creation of your account will not show up in your account. Only orders placed after you have created your account will show up in your account. You can also contact us Monday to Friday from 8:00am to 6:00pm – telephone number 01603 493102 or email hello@vionicshoes.co.uk

Do you take telephone orders?

Yes, we do process orders over the telephone during our regular business hours. Our business hours are Monday to Friday from 8:00am to 6:00pm. If you would like to place your order over the telephone please call 01603 493102 or email hello@vionicshoes.co.uk and we will call you back.


Our Customer Care Team will not be available to take orders during public holidays.

Having trouble placing an order?

Let us help you! Whether you're having trouble placing an order, or having difficulty finding what you are looking for, let one of our knowledgeable Customer Care Consultants help you. Our business hours are Monday to Friday from 8:00am to 6:00pm on telephone number 01603 493102 or email hello@vionicshoes.co.uk

Do you offer telephone support in Dutch?

Yes, please call +32 (0) 2 345 02 80

Do you offer telephone support in French?

Yes, please call +32 (0) 2 345 02 80

Do you offer telephone support in German?

Yes, please call 0800 722 474 0 from within Germany or + 43 5354 52178-0

What exactly is a foot orthotic?

A foot 'orthotic' is a device designed to restore your natural foot function. Many ‘biomechanical’ complaints such as heel pain, knee pain and low back pain are caused by poor foot function. (Biomechanics, the science of movement, studies the body's movements during walking, running and sports). Orthotics help to realign the foot and ankle bones to their neutral positions, thereby allowing you to reclaim your natural footprint. In turn, this can help alleviate problems in other parts of the body. In addition, orthotics give a more even weight distribution, take pressure off sore spots (e.g., the ball of the foot, corns in between toes, bunions, etc.) and they provide some shock absorption.

Can I exchange my item/s?

It is not possible to exchange any items you purchased from our online shop. However, you can return unwanted products for a refund and then place a new order.

What is your return policy for UNITED KINGDOM orders?

If you are not satisfied with your Vionic purchase or if it isn't what you are looking for, you can return merchandise you purchased through our website within 30 days of the original purchase date.

Delivery Time?

Deliveries normally take 3-5 business days.

What is your return policy for orders from EUROPEAN UNION?

If you are not satisfied with your Vionic purchase or if it isn't what you are looking for, you can return merchandise you purchased through our website within 30 days of the original purchase date. Please email hello@vionicshoes.co.uk stating your order number and we will contact you with return instructions.

EUROPEAN UNION delivery time?

Deliveries normally take 5-6 business days.

How do I return an item in the EU?

Please email hello@vionicshoes.co.uk stating your order number and we will contact you with return instructions.

How do I return an item in the UK?

It is our goal to provide life-changing footwear that delivers superior support. If you are not completely satisfied with your Vionic product, you can return it for a full refund within 30 days of purchase.
Follow the return instructions and utilise the mailing label received with your order.

If you do not have a label in your delivery please use the following FREEPOST address and take your parcel to any UK Post Office.

Vionic Europe Ltd

FREEPOST RTUT-LRBY-CUHR
Dibden Road
Norwich
NR3 4RR

  • Complete the Return form provided in your shipment and include it with the merchandise in the original shipping carton.
  • Vionic is not responsible for return shipping charges if you do not use the provided shipping label and designated shipping method.
  • Vionic is not responsible for packages lost in transit if you do not use the designated shipping method.
  • Once we receive your return we will issue a credit to the original form of payment - please allow 14 days for processing.
  • If you purchased from a Vionic authorised retailer, process the return directly with the retailer according to the retailer's return policy.

A note about unauthorised retailers:
While some of our retailers are authorised to sell on Amazon, many are not. Vionic does NOT offer refunds or credits on products purchased from any unauthorised dealers.

Vionic does NOT authorise any of its retailers to sell on eBay. Accordingly, Vionic does NOT offer any refunds or credits for Vionic products purchased on eBay. If you are not sure whether a retailer is an authorised Vionic retailer, please check our Stockist Locator.

Please be aware, if you purchase from a retailer who is not listed as authorised, the product may be counterfeit. These counterfeit products may not provide the high quality standards found in Vionic products. We cannot guarantee the quality, fit or feel of counterfeit products.

We want you to be completely satisfied. If you have any questions or concerns, please contact Vionic Customer Service on 01603 493102 or email hello@vionicshoes.co.uk

Vionic Europe Ltd.
Dibden Road
Norwich.
NR3 4RR